1. Prepared for NewCo New Economy Business Model and IT Infrastructure by Richard Lynes Enterprise e-MarketPlace Strategy September 15, 1996 Confidential & Proprietary Property Richard Lynes 1

2. Confidential & Proprietary Property Richard Lynes Page Section I – “Vision” Section II – “Functional Requirements” Section III – “Next Steps” Section IV – “Work Plan”

3. Confidential & Proprietary Property Richard Lynes Page Partners For Innovation: The Ultimate Competitive Edge Imagine for a moment the ideal business environment. In this environment, your company is the unquestioned market leader because: • Ideas and information that dramatically increase your company's ability to innovate flow constantly to all parts of your organization. • Your people are able to develop cutting-edge products and top-quality services, define and shape new markets, and exploit hidden market niches. • Your products and services are so extraordinary that your customers are always loyal and regularly promote your company to potential new clients.

4. Confidential & Proprietary Property Richard Lynes Page Imagine NewCo as an edgeless corporation, empowering Customers, Partners, and knowledge workers in a seamless product, service and information life cycle. IMAGINE

5. Confidential & Proprietary Property Richard Lynes Page The emergence of the Electronic Marketplace provides NewCo the opportunity to optimize relationship value through instantaneous responsiveness to changing market dynamics. THE ELECTRONIC MARKETPLACE

6. April 29, 2011 September 15, 1996 Confidential & Proprietary Property Richard Lynes 1 SHAPING THE FUTURE

8. Confidential & Proprietary Property Richard Lynes Page Electronic Commerce M e s s a g i n g To compete in a global marketplace, companies are broadening their markets and forging increasing numbers of business alliances and strategic relationships. To make these long-distance relationships work, partners must be able to communicate reliably. The challenge is being met with new solutions for electronic commerce, including EDI/XML and electronic funds transfer. Using breakthrough plat-forms that can reliably handle huge transaction volumes, companies can dramatically reduce the time required for ordering, invoicing, sales, and distribution, and even discover new market channels. Banks and their Customers, for example, can save time by using EDI to send and receive remittance information and payments electronically. Commercial partners can use electronic commerce to process up to 500 percent more purchase orders than they could process manually in the same time period. Communications companies can create new sources of revenue by offering messaging services such as e-mail, fax store-and-forward, and EDI. Crucial to successful messaging is a platform with scalability to accommodate growth and with reliability to ensure accurate delivery of financial transactions and sensitive information.

9. Confidential & Proprietary Property Richard Lynes Page VIRTUAL PRIVATE NETWORK COLLAPSED FIBER BACKBONE TOPOLOGY HIPPI, ATM, SMDS, SONET, FRAME RELAY, SUPPORTING MULTIPLE PROTOCOL ENVIRONMENTS Partners NewCo Enterprise FIRE WALL FIRE WALL T1 - E1 Customers FIRE WALL Video/Voice Server Application Server Interactive Fax Server EDI Server INFOPUMP Server Mail Gateway Server IVR Content Server Replication Server INFOPUMP Database Interfaces Message Gateway Remote 9.6 - 28.8kbs T1 - T3 Dial Pulse Environments DTMF Replacement Hands-free Voice Messaging Operator Services Speed Dialing (i.e. cellular) Interactive Voice Response Remote Database Transactions Speech Recognition Apps Voice Apps Voice Mail/Auto Attendant Voice Response Systems Audiotext Operator Services Telemarketing Auto Dialers Telecomputing Servers Notification Systems Remote On-Line Database Transactions Unified Messaging Fax Mail Integrated Voice Mail and Fax Mail Integrated Voice/Fax Response Fax-On-Demand Remote Database Transactions Fax Confirmation Fax Store-and-Forward Fax Broadcast Fax Notification Fax Apps HOSTED INTERNET APPLICATIONS

11. NewCo INTRANET PROCUREMENT MANAGEMENT Confidential & Proprietary Property Richard Lynes Page Product Library Material Mgt. Electronic Claims Processing and Secure Payment Processing Third Party Billing Remote WS Accounting Logistics Management decryption - decompression Auto-Install mailbox GUI metering GUI GUI Multi-Media Desktop WS Order Fulfillment Exception Processing Inventory Control Schedule & Routing Encryption & Compression Order Configurator Report Generation MIS Reports Systems Managment Services e- Catalog Product Library Training Library Univeral Mail Box Library Advertising Library Image Library Forms Library Investments Library GUI Multi-Media Multi-Media User Product License GUI GUI GUI Publisher Adm. WS Insurance WS News Media Adm. WS HMO/PPO Electronic Funds Transfer Content Database HelpDesk Adm. WS Ontology Library SGML HTML Text PDF Video/Audio Publishing Database Document Management System Digital Content Library OODB Multi-Media Snooper DeskTop Client GUI Electronic Vehicles Content Object Server Digital Content Libraries Transaction & Workflow Systems Channel Supplier Fulfillment and Logistics Interface Electronic Data Interchange Server Supply-Chain Data Warehouse Transaction Database Electronic Message Delivery Content Sourcing SNMP MIB GUI REMOTE ASSET MANAGEMENT CENTER Business Logic Intranet Server Secure Firewall Internet Server Secure Firewall Online WWW Kiosk PDA ITV Screen Phone Internat Backbone Merchant Network Member/Prospect Database Content Database

12. Confidential & Proprietary Property Richard Lynes Page ATM Voice & Data Switch WAN LAN Enterprise Firewall & Intranet Server ATM File Server Interface Card ISP Domain Server Virtual Call Center OAI Link NewCo Data Center Switch Interface Card Internet Backbone SC Bus Internet Frame Relay LAN Database Server SCX Bus Support Organization VURTIAL CALL CENTERS Content Hosting Purchasing Agent Intranet Database e-cat Server Suppler Network CTI Server Dial-tone Provider Intranet Workflow/ Meassaging Server

13. Confidential & Proprietary Property Richard Lynes Page REMOTE ASSET MANAGEMENT CONFIGURATION MANAGEMENT CONFIGURATION COMPARISON GUIDES, PROMPTS & SCRIPTING LEAD/CALL ROUTER ACTIVITIES MANAGEMENT GLOBAL UPDATE CONTRACT MANAGEMENT LIST MERGE/PURGE ACCOUNT PROFILE MAIL/FAX MERGE ACCOUNT CREATION REPORT., ANALYSIS & METRICS MGMT. PROSPECTING MESSAGING NEGOTIATION DOCUMENT PROCESSOR ORDER ENTRY SECURITY FOLLOW UP DATA ENTRY SALES TRACKING RECORD LINKS PRODUCT LITERATURE TOPICAL SEARCH ENGINES PATIENT SEGMENTATION PRACTICE MANAGEMENT CHANGE MANAGEMENT PRODUCT COMPARISON DELAYED TASKS EXPERTS INTELLIGENT CONFIGURATOR AD-HOC QUERIES METRICS MANAGEMENT ASSET MANAGEMENT VRM OLAP DATA MINNING LICENSE MANAGEMENT CONTENT MANAGEMENT CATALOG PRODUCT LIBRARY PATIENT RECORS LIBRARY EVENT SCHEDULING TRANSACTION LIBRARY PROVIDER LIBRARY FAST FAX SERVICE PERIODICAL LIBRARY LITERATURE & SPEC LIBRARY HMO/PPO LIBRARY PRODUCT BINARY LIBRARY TELE-BASED CONTENT LIBRARY ON-LINE DOCUMENT LIBRARY MULTIDIMENSIONAL DB CONTACT MANAGEMENT DSS CTI SERVER VOICE/DATA PBX SWITCH LEAD/CALL ROUTER SERVICE LIBRARY

14. PARTNER ENTERPRISE LINKAGES Confidential & Proprietary Property Richard Lynes Page Packaged query Query generators Scheduled update Request to update Shared (or standards-compliant) data dictionary (meaning) Your Partners’ Views of Your Data Enterprise Data Architecture Shared (or standards-compliant) data dictionary (meaning) Security Gateway Public Data Gateway EC Clearinghouse Direct access for specific apps. Integrity checker Integrity checker Security Gateway ODBC or IDAPI External data gateway Business application (e.g., inventory mgmt.) Business application (e.g., transportation) ODBC or IDAPI ODBC or IDAPI Functional-specific data Functional-specific data

17. GLOBAL INFORMATION WAREHOUSE ARCHITECTURE Confidential & Proprietary Property Richard Lynes Page Government, int’l locations, etc. Document database Internal directory synchronization Document database E-mail directory E-mail directory External aliases VAN or PDN Multiple enterprise directory Trading partners EC server/switch (access controls) Standard formats Mapping Internal formats Enterprise directory server Updates

18. Confidential & Proprietary Property Richard Lynes Page DATA WAREHOUSE New information systems Transaction and messaging middleware Development tools Access and OLAP tools Decision Support Systems On-Line complex processing systems Transaction processing systems Data-access interfaces Data transformation products Data Managers: RDBMS’s, multidimensional databases Metadata catalog Enterprise data Legacy databases External data sources

20. Confidential & Proprietary Property Richard Lynes Page Client Records Office Automation Scheduling HR Staffing HMO/PPO Insurance Providers Hospitals Clinics TSR Service/Support Administrative Education Mary Joe Bill Jane Fred Marketing Health Care Finance Management Information Suppliers Product Suppliers Service Suppliers META DATA CATALOG SHARED OPERATIONS DATA REPOSIT PROCESS & INFORMATION LINKAGES Customer Information Partner/Agent NewCo Data Center

26. Confidential & Proprietary Property Richard Lynes Page Physical Network SNA APPN Common Transport Semantics Presentation Services Data Access Services Component Development Frameworks OpenDoc & Java & ActiveX Application Services TCP/IP OSI NETBIOS IPX Object Mgmt. Services Multimedia Print/View User Interface Files Transaction Monitor Workflow Manager Mail Communication Services Conver-sational Model Communication Services CORBA/ORB Directory X.500 / LDAP WAN Channel Emerging LAN Database Digital Library Security SET SSL Time Transaction Manager Remote Procedure Call Messaging Queuing MPI OPEN ARCHITECTURE

27. ORB-PROVIDES THE GLUE Confidential & Proprietary Property Richard Lynes Page RPC & MOM – Sample Flow Other Clients Program Unit Process User Request CALL (arg1, arg2) (precompiled stubs in C) Format User Reply Program User Advertise Call Threaded Dispatcher Return Results Database Lookup Database Update

28. Confidential & Proprietary Property Richard Lynes Page THROUGH TIME AND USAGE METERING WE CAN LEARN MORE ABOUT OUR CUSTOMERS/USERS THAN EVER BEFORE TYPES OF METERING REASONS FOR METERING License Information/Service Fee Based / Pay Per Use Asset Capacity Plan Entitlement /Compliance Transaction What Was Used? How Long? How Was It Used? Who Used It? How Many Times Was It Requested? Common Inquiries Buy / No Buy Triggers

29. Confidential & Proprietary Property Richard Lynes Page BENEFITS INCREASE CUSTOMER SATISFACTION LEVELS/LIFETIME VALUE RELATIONSHIPS REDUCED RETUNES/INCREASE UPSELL AND CROSS-SELL OPPORTUNTIES REGAIN MARKET LEADER/INNOVATOR IMAGE POSITION FOR NEW OPPORTUNITIES ON “INFORMATION SUPERHIGHWAY” INCREASE KNOWLEDGE OF USER BEHAVIOR PATTERNS AND SEGMENTATION OPTIMIZE VEHICLE AND POINT-OF-ENTRY INVESTMENT STRATEGY TRANSACTION-BASED FEE AND LICENSING STRATEGY

31. Confidential & Proprietary Property Richard Lynes Page 13 EC STRATEGY CAPABILITIES OFFERING SERVICE ATTRIBUTES NewCo Services Strategic Internet/Intranet Infrastructure Consulting Systems Management HelpDesk Services IT & Management Consulting OLAP Data Base Marketing Procurement Management Asset Management Electronic Information Distribution

38. Confidential & Proprietary Property Richard Lynes Page The Big Picture – “Getting it down on paper” Migration Strategy – “Filling in the boxes” Relationship – “How DTG Helps going forward”

40. Confidential & Proprietary Property Richard Lynes Page Center Strategic Architecture Center Network Centric Vision Center Systems Capability Vision The Big Picture

49. NewCo SYSTEMS CAPABILITY VISION STRATEGY COMPONENTS Confidential & Proprietary Property Richard Lynes Page Interactive Devices Interactive Applications Customer Facing Services & Applications Agent Facing Services & Applications Networked Strategy

50. Confidential & Proprietary Property Richard Lynes Page Center Strategic Architecture Center Network Centric Vision Center Systems Capability Vision The Big Picture

57. NewCo NETWORK CENTRIC VISION EVENT NEEDS-BASED RESOURCE MATCH Confidential & Proprietary Property Richard Lynes Page Segmentation & Processing Who What Why Business Knowledge Product Type Product Expertise Optimized System Matching Agent Availability Incoming Events Agent Profile Segmentation and Processing must mirror Agent Profiling and be concurrent with Training, Capacity Planning and Assignment to maximize benefit

66. Confidential & Proprietary Property Richard Lynes Page Center Strategic Architecture Center Network Centric Vision Center Systems Capability Vision The Big Picture

67. NewCo STRATEGIC ARCHITECTURE NETWORK CONVERGENCE Confidential & Proprietary Property Richard Lynes Page Electronic Commerce Interactive Systems Telecommunication Media/ Advertising Database & Information Marketing Teleservices Communications Services Marketing Services Patient Tracking & Usage Metering On-line Services Purchase Advisory Services Evolving Electronic Environments Satisfaction Measurement Evolving Electronic Environments Applications

68. NewCo STRATEGIC ARCHITECTURE ENTERPRISE CONVERGENCE Confidential & Proprietary Property Richard Lynes Page Common user interface Work-flow, groupware deployment E-forms & document management Application interfaces & development Messaging backbone Directory services Security Data access or data sharing Data infrastructure Data model Network design & management Client/server Enterprise IT Strategies Not enforceable on partners, no agreed-on standard, vendor-driven Imaging, workflow not standardized, little or no support for external routing No standard back end (e.g., EDI) to enable external processing on receipt Not enforceable, conflicts with partner systems, limited usage and value Other enterprises as remotes conflicts with their own messaging strategies “ One-sided” shared policy, no provision for external administration Interconsistent deployment of standards, lack of key management policies No provisions for levels of access and inadequate tracking of updates No provisions for levels of access, also tracking, usability and meaning No recognition of need for shared meaning or external data in model Inadequate support for remote users, network overlap and conflict Lack of control, strategy conflict, poor coordination of migration plans Some Specific Weaknesses for EC

70. NewCo STRATEGIC ARCHITECTURE DISASTER RECOVERY CENTER CONSTRUCT Confidential & Proprietary Property Richard Lynes Page Salt Lake City Center Center Data Center Data Center Dallas Center Center Raleigh Center Atlanta Center Chicago Center Denver Center Leased Lines - 9 Leased Lines - 8 Leased Lines - 10 Leased Lines - 2 Leased Lines - 11 Land Line - 3 Leased Lines - 1 Leased Lines - 15 Leased Lines - 14 Leased Lines - 13 Leased Lines - 12 Land Line - 4 T1- 3 T1- 4 T1- 5 T1- 6 T1- 7 T1- 9 T1- 8 Data-WAN Voice-WAN X.25-2 X.25-2

71. NewCo STRATEGIC ARCHITECTURE ACD IN THE SKY Confidential & Proprietary Property Richard Lynes Page Gnd Station Satellite Link-2 SS7 Switch-6 Switch-6 DAP ERC CSU-1 Dial-up-1 Patient Land Line-5 Sequitoe East Sequitor West Switch-6 Ethernet-1 Ethernet-1 Ethernet-1 RDG VRU-1 IVR-1 T1-2 T1-1 Frame Relay-1 T1-3 T1-4 CTI Server CTI Server LAN-3 PC-2 Dell LAN-2 PC-1 Dell PBX-1 NewCo Center Land Line-1 Land Line-1 Gnd Station Ethernet-1 AS/400-1 10BaseT Center PBX-1 Land Line-4 EIS 9000 Mainframe RS-232 RS-232 Satellite Link-1

72. NewCo STRATEGIC ARCHITECTURE EVENT FLOW FUNCTIONS Confidential & Proprietary Property Richard Lynes Page MVS/ESA & AIX/6000/SP–2 Host Enterprise Server Inbound/ Outbound Locator Object Metering Queue Management Administration & Configuration Metrics & Reporting Messaging Development Framework (MDF) Diagnostics & Simulation Session Control Workflow Management Store & Forward Development Environment Server Access NAMED PIPES MQI NVAS HLLAPI FEPI SLUp APPC Sockets Distributed System Object Model (DSOM) CTI Business Process Redesign Speed Dial ANI DNIS

73. NewCo STRATEGIC ARCHITECTURE EVENT FLOW FUNCTIONS Confidential & Proprietary Property Richard Lynes Page Thin Workflow Session Control Security Configuration Utilities Monitoring/Tracking Administration Maintenance OS/WIN 95/NT Workgroup Server

74. NewCo STRATEGIC ARCHITECTURE EVENT FLOW FUNCTIONS Confidential & Proprietary Property Richard Lynes Page (GUI) Sales and Service Application UNIX Workstation Memory Mgmt Comm Interface Message Correlator Message Framing Queue Mgmt CTI Locator Inbound Admin Config Speedial ANI DNIS Windows Object Wrappers API Points

75. Confidential & Proprietary Property Richard Lynes Page Background – NewCo/DTG Relationship History The Big Picture – “Getting it down on paper” Migration Strategy – “Filling in the boxes” Relationship – “How DTG Helps going forward”

76. PARALLEL WORK EFFERTS Confidential & Proprietary Property Richard Lynes Page Identify near-term requirements Conceptual design Functional spec Procure off-the-shelf hw/sw Option 1 Pilot Analyze results (Business case) Option 4 Development Option 4 Limited deployment Option 4 Full deployment BPR Define process changes Implement process changes Define/implement architecture changes Center development Consolidation Develop End-State Vision End-State

77. NewCo PILOT EVOLUTION EVENT TRANSFER SCENARIO Confidential & Proprietary Property Richard Lynes Page 1 Common DB Shadow copy distributed (replicated) to each site (read only access) 2 On event transfer, voice/data transfer is used to send event purpose information and DB shadow look up key (other key Patient elements could be sent if necessary as backup) 3 Agent can quickly bring up current DB shadow on event transfer based on key field 4 To make DB changes, agent will initiate an application to link to site partition of central DB (master) through data WAN or changes will be captured at the site and uploaded at a later point in time Domain Server Common Database Master Database NewCo Direct Dallas Detroit Tucson Other Sites Data WAN Dallas DMC Other Sites Tucson NFC Detroit DMC Common DB Shadow LAN/DB Server LAN TADs Server NewCo Direct Agent

78. NewCo PILOT EVOLUTION FUTURE SUPPLY CHAIN MANAGEMENT Confidential & Proprietary Property Richard Lynes Page Enterprise Patients and Prospects Brokers Jobbers Distributors Agents On-line marketplace and EM managers Direct access to other companion's databases Multi enterprise collaboration Information content standards Communication standards Graphical user interface Application programming interfaces 1994 – 1999+ Common Infrastructure = lower costs

81. NewCo APPROACH PHASE I STRATEGIC ARCHITECTURE Confidential & Proprietary Property Richard Lynes Page Phase II Strategic Plan Phase III Risk Migration Plan Phase I Strategic Architecture Agree to Center Plan Document Conceptual Design Functional System Requirements Establish Architecture Standards Identify Options Map to Strategic Plan and Risk Plan

82. NewCo APPROACH PHASE I STRATEGIC ARCHITECTURE Confidential & Proprietary Property Richard Lynes Page Functional System Requirements Multimedia Voice Data Image Video Multi Application “Best-In-Class Acquisition Storage Sharing/Consolidation Access Presentation/View Transfer/Movement Metrics Integration/Linkages How will the infrastructure source/acquire media of all types? What will the storage requirements for media be, and where? Regardless of where media and applications are stored, how will they be shared? By which interactive channels will media and applications be accessed? How will media be moved and packaged? How will media be measured to determine its worth? How will media and application be linked and integrated to provide a “single view” to the user? How will media be viewed for a consistent experience?

83. NewCo APPROACH PHASE II STRATEGIC PLAN Confidential & Proprietary Property Richard Lynes Page Finalize Center Strategy Assess Remaining “Installed Infrastructure” Identify and map all strategic initiatives towards the end state Understand Partner Development Plans Implement Stepping Stone Activities (i.e., Pilot) Analyze activity results Replace obsolete system components Identify business goals and requirements Conduct gap analysis Develop detailed design RFI/RFP Development and Integration Plan Change Management and Implementation Plan Refine End State Model PHASE II Strategic Plan PHASE I II Risk Migration Plan PHASE I Strategic Architecture

84. NewCo APPROACH PHASE III RISK MITIGATION PLAN Confidential & Proprietary Property Richard Lynes Page Analyze activity results Replace obsolete system components Identify business goals and requirements RFI/RFP Development and Integration Plan Change Management and Implementation Plan Refine End State Model PHASE II Strategic Plan PHASE III Risk Migration Plan PHASE I Strategic Architecture

86. Confidential & Proprietary Property Richard Lynes Page Background – NewCo/DTG Relationship History The Big Picture – “Getting it down on paper” Migration Strategy – “Filling in the boxes” Relationship – “How IS helps going forward”

91. NewCo RELATIONSHIP IMMEDIATE NEXT STEPS Confidential & Proprietary Property Richard Lynes Page Phase II Strategic Plan Phase III Risk Migration Plan Phase I Strategic Architecture Secure initial funding Develop detailed workplan, deliverables and schedules Develop funding proposal and cost benefit analysis